Director, Customer Success

hace 3 semanas

San Fernando del Valle de Catamarca, Catamarca, Argentina Emplifi A tiempo completo

Emplifi's unified customer engagement platform empowers more than 20,000 of the world's leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

About the Customer Success Team

The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to reach better, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs. Through this, they are ultimately responsible for retaining and growing Emplifi's existing client relationships. We leverage the industry's largest social media data set and CX management suite. We continue to challenge the status quo by introducing innovations and enabling our clients to adopt our technology, helping them scale their business no matter where or what industry they are in.

Job Summary

As the Director of Customer Success, Americas, you will lead the strategy, operations, and team of CSMs focused on driving customer value, retention, and expansion. Your primary focus will be on our people and customers, building relationships to ensure their continued growth. We are looking for an individual who is passionate about customer success, about solving business challenging problems and enjoys regularly exceeding client expectations. This role reports to the VP of Customer Success, Americas.

The candidate must be based remotely within North America, and fluency in Spanish is required for this role.

What You'll Do Here

  • Responsible for a team of Customer Success Managers, delivering value to Emplifi's customer base in North America and LATAM regions.
  • Provide mentorship and coaching to CSMs on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes.
  • Conduct weekly 1:1s to actively monitor and support team performance, helping to uncover opportunities to mitigate risk and grow accounts, providing feedback and coaching required to support CSMs reach targets on time.
  • Conduct bi-annual performance reviews and support CSMs on personal development goals.
  • Act as the first escalation point for any queries (internal and customer) arising from the team.
  • Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies.
  • Drive cross-functional collaboration and communication across sales, product, and marketing to facilitate aligned customer outcomes and product adoption.

Operational Responsibilities

  • Own renewal forecasting for CS Leadership.
  • Use CRM and Gainsight to maintain up-to-date client records and forecast and track success measures across individual and team business books.
  • Provide regular updates to management on client health, renewal forecasts, and potential risks for both your individual book of business and that of your team.
  • Assist with recruiting new CSM positions as they may be approved for the Region occasionally (in connection with the Regional Client Portfolio Growth).

What You'll Bring to Us

  • 2-5 years of experience leading world-class customer success teams.
  • Bachelor's degree in Business, Marketing, Communications, or a related field strongly preferred.
  • Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms.
  • Excellent verbal and written communication skills.
  • Must be fluent in Spanish.
  • Solid understanding of general business strategy, industry products, and services.
  • MarTech experience, with proven knowledge of paid media, content, and platform expertise.
  • Proactive, highly motivated, and capable of thriving in a fast-paced environment.
  • Great work ethic and competitive drive to be the best.
  • Experienced in owning renewal forecast and driving best in-class retention rates.

What We Offer

  • International, fast-paced and growing environment.
  • Chance to work with the world's biggest brands at the CX tech leader.
  • Agile and open-minded culture, with high levels of trust and flexibility.
  • Opportunity for professional growth and development.
  • Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas.
  • Benefits package including Medical, Dental, Vision & Life Coverage Options.
  • Flexible Working Hours.
  • Unlimited PTO.
  • 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well.
  • 12 paid Holidays.
  • 2 Paid Community Service Days.
  • Company paid STD and LTD.
  • 401K.
  • Educational Reimbursement Opportunities.
  • Referral Bonus Program.
  • Access to an Employee Assistance Program (EAP).
  • Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy.
  • There's more as well Speak with us to find out all the details

At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities.

Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are.

Accommodation is available for applicants with disabilities throughout the recruitment process. If you require accommodation at any stage of the application or interview process, please contact recruitment@emplifi.io.

#J-18808-Ljbffr

  • Customer Success Strategist

    hace 5 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina E2Open A tiempo completo

    Supply Chain Solutions Specialist Job DescriptionE2open is seeking an experienced Area Sales Director to drive business growth and customer satisfaction in the supply chain solutions space. The successful candidate will interact with clients across the E2open customer base, fostering relationships and identifying opportunities to expand our solutions.Main...

  • Customer Success Lead

    hace 1 semana

    San Fernando del Valle de Catamarca, Catamarca, Argentina LiveEO A tiempo completo

    Customer Success LeadWe are seeking a skilled Customer Success Lead to join our team at LiveEO. As a key member of our customer-facing team, you will be responsible for ensuring our customers maximize the value of our satellite analytics solutions.Your Key Responsibilities:Build and maintain strong relationships with our customers, acting as their primary...

  • Customer Success and Partnerships Director

    hace 1 semana

    San Fernando del Valle de Catamarca, Catamarca, Argentina Remote A tiempo completo

    About RemoteWe make it easy for businesses to hire anyone, anywhere, compliantly. Our solution simplifies global payroll, benefits, taxes, and compliance, allowing companies to build a global team.At Remote, we celebrate diversity and promote inclusion. We welcome applicants from underrepresented groups and prioritize a sense of belonging through employee...

  • Customer Success Manager

    hace 3 semanas

    San Fernando del Valle de Catamarca, Catamarca, Argentina LiveEO A tiempo completo

    Build the Market Leader in Satellite Analytics with us at LiveEO.At LiveEO, we harness AI-powered satellite technology to help businesses monitor, manage, and protect critical infrastructure worldwide. Our solutions empower infrastructure operators, energy providers, and industrial companies to enhance efficiency, safety, and sustainability at scale.As a...

  • Customer Success Leader

    hace 6 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina Thanx A tiempo completo

    About UsThanx is a leading platform for restaurants to grow customer lifetime value. We help regional and national brands achieve this with easy-to-use lifecycle marketing automations and innovative loyalty tools focused on access, status, and personalization.We've gained the investment of prominent venture and growth equity luminaries, having raised more...

  • Customer Success Strategist

    hace 6 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina Ashby A tiempo completo

    About AshbyAshby is a company that specializes in shaping and scaling exceptional high-touch customer experiences across the mid-market and enterprise segments. Our team has been growing rapidly, comprising 11 Customer Success Managers, 3 Onboarding Specialists, and 3 Contract Managers across the US and EMEA.We're hiring a Customer Success Manager in the...

  • Customer Success and Revenue Accelerator

    hace 3 horas

    San Fernando del Valle de Catamarca, Catamarca, Argentina beBee Careers A tiempo completo

    Revenue Accelerator Job SummaryThis role is responsible for accelerating revenue growth through strategic partnerships and customer success. As a Customer Success and Revenue Accelerator, you will work closely with partners to ensure they achieve their goals and objectives.Main Responsibilities:Partner Success: Develop and implement plans to ensure partner...

  • Customer Success and Support Director

    hace 1 semana

    San Fernando del Valle de Catamarca, Catamarca, Argentina SandboxAQ A tiempo completo

    About SandboxAQSandboxAQ is a trailblazing company at the forefront of AI innovation. Our AI solutions tackle the world's most pressing challenges, driving breakthroughs in life sciences, financial services, navigation, cybersecurity, and other areas.Our global team comprises experts in AI, chemistry, cybersecurity, physics, mathematics, medicine,...

  • Customer Success Operations Strategist

    hace 5 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina Energy Exemplar A tiempo completo

    About Energy ExemplarWe are a pioneering company in the energy sector, driving innovation and change through our cutting-edge modeling and simulation software, PLEXOS.Our mission is to empower transformative energy decisions, enabling stakeholders across the globe to navigate the complexities of the energy ecosystem with confidence.With a global presence and...

  • Senior Customer Success Manager

    hace 6 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina Thanx A tiempo completo

    Who Are We?Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx's proprietary credit card...

  • Customer Success Advocate

    hace 2 semanas

    San Fernando del Valle de Catamarca, Catamarca, Argentina Ashby A tiempo completo

    Ashby is dedicated to empowering talent leaders, recruiters, and hiring managers with innovative solutions that streamline their hiring processes.We're seeking a highly skilled Senior Product Support Specialist to join our Customer Success department. As a critical member of our Go To Market function, you will play a pivotal role in delivering exceptional...

  • Director of Customer Journey

    hace 1 día

    San Fernando del Valle de Catamarca, Catamarca, Argentina beBee Careers A tiempo completo

    We are seeking an experienced leader to join our team as Director of Customer Journey, responsible for ensuring operational excellence and driving continuous improvement initiatives.About the Job:This senior leadership position will oversee the end-to-end customer journey, working closely with various departments to ensure a cohesive approach to company and...

  • Operations Manager for Customer Success

    hace 5 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina Energy Exemplar A tiempo completo

    About Energy ExemplarWe are a leading provider of innovative solutions in the energy industry, trusted by organizations across the globe for our expertise in modeling and simulation software, PLEXOS.Our mission is to empower transformative energy decisions, ensuring that stakeholders can navigate the complexities of the energy ecosystem with confidence.We...

  • Enterprise Account Director

    hace 5 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina E2Open A tiempo completo

    About the RoleE2open is seeking an experienced Area Sales Director to drive business growth and customer satisfaction. The successful candidate will interact with clients across the E2open customer base, fostering relationships and identifying opportunities to expand our solutions.Main Objectives:To develop and maintain strong relationships with senior...

  • High Touch Customer Success Manager

    hace 6 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina Ashby A tiempo completo

    About this RoleHi, I'm Casey and I'm the Head of High Touch Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market and enterprise segments. We've been growing rapidly, and today our broader team includes 11 Customer Success Managers, 3 Onboarding Specialists, and 3...

  • Customer Experience Director

    hace 1 día

    San Fernando del Valle de Catamarca, Catamarca, Argentina beBee Careers A tiempo completo

    About the RoleWe are seeking a Customer Experience Director to manage strategic and enterprise implementation projects, with expertise in managing large portfolios of parallel projects.As a key member of our Professional Services team, you will be responsible for leading cross-functional teams formed to onboard customers, drive successful end-to-end delivery...

  • Customer Experience Leader

    hace 2 semanas

    San Fernando del Valle de Catamarca, Catamarca, Argentina CaptivateIQ A tiempo completo

    Director of Strategy and Operations, Customer ExperienceCaptivateIQ is a leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. Our platform helps revenue teams automate processes, hit revenue targets, and adapt with business change, driving efficient growth.Backed by...

  • Director of Strategy and Operations, Customer Experience

    hace 3 semanas

    San Fernando del Valle de Catamarca, Catamarca, Argentina CaptivateIQ A tiempo completo

    Director of Strategy and Operations, Customer Experience CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change,...

  • Director of Product Innovation

    hace 2 días

    San Fernando del Valle de Catamarca, Catamarca, Argentina CaptivateIQ A tiempo completo

    CaptivateIQ's mission is to empower every company to take control of commission management. As a Director of Product Innovation, you will lead our efforts to create a new product that meets the evolving needs of our customers.Key responsibilities include:Developing a deep understanding of customer needs and preferencesLeading cross-functional teams to design...

  • Client Success Enablement Lead

    hace 1 semana

    San Fernando del Valle de Catamarca, Catamarca, Argentina MaintainX A tiempo completo

    MaintainX is revolutionizing the field of mobile process management by providing a cutting-edge platform for industrial and frontline workers. Our goal is to make life easier for workers around the world by delivering software that meets their unique needs and realities.We're seeking an experienced Revenue Enablement professional to join our team. The...